Energy Services Escalations Team Lead

1 month ago

Chicago, United States Community and Economic Development Assoc Full time
Job DescriptionJob Description

Summary/Objective

Under the direction of the Escalations Supervisor, the Escalations Team Lead will assist a team of personnel that facilitates the processing of escalations for the Processing Team through applicant interactions via phone, in writing, and in person. This position routinely handles highly sensitive and/or confidential information and will represent CEDA in a variety of capacities. Must demonstrate good judgment, an ability to be approachable and professional, solid problem solving skills, an ability to handle multiple tasks, an ability to be self-motivated and well organized, and maintain strict confidentiality.


Essential Functions

· Verify the accuracy of data entered into CEDA, State of Illinois, and other databases.

· Ensure all escalations are reviewed and handled accurately and full compliance with regulations.

· Enter and/or update customer information in web-based program systems.

· Acquire and maintain knowledge of all LIHEAP-PIPP policies and guidelines as well as those of its partner programs, Direct Vendor Program (DVP), Percentage of Income Payment Plan (PIPP) and other CEDA programs.

· Support the processing of various LIHEAP application types including but not limited to: completing applications, initial review, payment processing (GFE/CPR), reconnection assistance, furnace assistance, cash assistance, oil & propane accounts, denial review, and customer follow up.

· Track and analyze team data.

· Complete daily, weekly, and monthly reports.

· Monitor and manage workload of a team of Eligibility Determination Specialists.

· Identify and communicate omitted application documentation to customers with logical and grammatically correct explanations in both written and oral form.

· Motivate and provide ongoing coaching to the Escalations Team.

· Work with Escalation Team, Escalations Supervisor, and other program leadership to identify, report, and address trends.

· Assist Escalations Supervisor and other partners with escalations and inquiries into customer applications.

· Resolve internal and external customer escalations though interactions via phone, email and in person at CEDA offices throughout Cook County.

· Other duties as assigned.


Knowledge, Skills, and Abilities

· Strong interpersonal and communication skills, including the ability to speak and write effectively and professionally.

· Strong customer service skills, including the ability to remain flexible and calm in high-pressure or continually changing situations.

· Attention to detail and the ability to maintain a high level of confidentiality and professional conduct.

· Ability to support and work within a team to meet production goals

· Ability to work independently using available resources.

· Ability to handle multiple projects simultaneously through a systematic approach

· Ability to relate with compassion and patience to personnel and clients from diverse socioeconomic and cultural backgrounds.

· Computer literate; proficient in Microsoft Office Suite: Word, Excel, Teams, PowerPoint, SharePoint, and Outlook.


Supervisory Responsibility This position has no supervisory responsibilities.


Work Environment/Travel

While performing the duties of this job, the employee works mainly in an office environment that is quiet to moderately loud, depending on the work area. Some local, county, or state travel may be required, including overnight stays. The employee is required to sit, use hands, stand, stoop, walk, talk, and listen while performing duties. General office equipment includes personal computers, scanners, copiers, faxes, desk- and smartphones, and software programs. Occasional travel of distance may be required, especially in suburban Cook County. Other travel distances may be required. If driving on behalf of CEDA, must possess and maintain an applicable Illinois Driver's License, clean driving record, and Auto Insurance that meets the State requirement.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Requires normal range of hearing/vision.





Position Type/Expected Hours of Work

It is an administrative support level position requiring the exercise of discretion and judgment and is required to work a full time work week, as designated by the CEDA Employee Handbook, with periodic longer hours, including potential evenings, weekends, and odd hours.


Required Education and Experience

· High school diploma or GED equivalent.

· One to three years of supervisory experience.


Additional Eligibility Qualifications

· 3 years of experience in Energy Assistance Programs or a relevant social service operation is preferred.

· Bi-lingual preferred but not required

· Associates Degree in related field preferred not required.


AAP/EEO Statement CEDA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CEDA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


CEDA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CEDA’s employees to perform their job duties may result in discipline up to and including discharge.


ADA Statement

The physical demands, work environment factors, and mental functions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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